An insurance company receives 220 calls per day from customers who want to lodge an insurance claim.

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An insurance company receives 220 calls per day from customers who want to lodge an insurance claim. All calls are handled by 7 call center agents who work from 8 a.m. to 5 p.m. every day. The way calls are handled is captured in Figure 7.12. The process model in this figure also shows the processing times and branching probabilities. 

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Based on this information, answer the following questions:

• What is the unit load of the “Call center agent” pool? 

• What is the unit capacity of the “Call center agent” pool? Specifically, how many seconds per hour can the agents collectively dedicate to the process? 

• What is the theoretical capacity of the “Call center agent” pool? 

• What is the resource utilization of the “Call center agent” pool?

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Fundamentals Of Business Process Management

ISBN: 9783662565087

2nd Edition

Authors: Marlon Dumas, Marcello La Rosa, Jan Mendling, Hajo A. Reijers

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